Customer Commitment Statement

Updated 6 May 2016

Message from the Electoral Commissioner

The ACT Electoral Commission is committed to providing services to the community which ensure free, fair and democratic elections. In order to ensure our services are of the highest quality the Commission strives to meet high level performance targets and to achieve best practice for all its work.

This Commitment to Service Statement aims to provide an outline of the services the Commission provides. The statement also gives details about how you can contact us.

I would welcome your feedback on any of our services.

Phillip GreenElectoral Commissioner29 November 2013

Who we are

The ACT Electoral Commission, an independent statutory body, is responsible for conducting elections and referendums for the ACT Legislative Assembly and for providing electoral advice and services to a wide range of customers. The Commission is also responsible for the redistribution of electoral
boundaries between elections.

The Commission consists of a Chairperson, an Electoral Commissioner and a third Member. The Commissioner is the chief executive of the Commission and is assisted by permanent staff members.

ACT Electoral Commission's corporate plan:

Vision

Continuous improvement through innovation and leadership

Mission

To provide the ACT community with high quality electoral services that ensure fair and open elections and referendums.

Values

The ACT public service values and behaviours of respect, integrity, collaboration, innovation.

Guiding principles

Transparency, accessibility, impartiality, independence.

Our customers are

ACT electors

The relevant Minister

Members of the Legislative Assembly

Political parties and election candidates

ACT Government Service Agencies

The media

Students

Special interest groups

Aboriginal and Torres Strait Islander people

People from culturally and linguistically diverse backgrounds

We are here to

conduct elections and referendums for the ACT Legislative Assembly that are:

easily accessible for all electors

fair, open and democratic

timely and efficient

cost-effective for the community

provide electoral roll information in a readily accessible manner

assist and encourage ACT electors to understand the ACT's electoral system and to understand their rights and responsibilities as electors

ensure that the Government, the Minister and the Assembly are fully and appropriately informed on electoral matters in a professional manner.

What you can expect from us

Elections and Referendums for the ACT Legislative Assembly

The Electoral Commission will supply:

polling booths across the ACT on polling day

pre-poll and postal voting facilities for each election and referendum

mobile polling teams to visit hospitals, nursing homes and prisons

wheelchair access at some polling places and at the Commission office itself

a telephone information service in the weeks leading up to polling day

accurate electoral information in a format suitable for persons from culturally and linguistically diverse backgrounds and for people with print disabilities

election results generally within two weeks of polling day

a regular review of the electoral legislation after each election.

Electoral roll information

The Electoral Commission will:

ensure that regularly updated electoral rolls are available for viewing in the office of the Commission between 9 am and 5 pm business days

ensure that electoral enrolment forms are available from the Commission's office during business hours

provide electoral roll information to MLAs, within their entitlements, in paper and/or electronic form as requested and in a timely manner

forward all electoral roll changes to the Australian Electoral Commission for processing promptly once they are received from electors.

The Electoral Commission will look after personal details in accordance with the Information Privacy Principles of the Information Privacy Act 2014

Electoral information and education

The Electoral Commission will:

provide a courteous and informative public information service (telephone and counter) between 9 am and 5 pm on business days

respond to all correspondence within 2 weeks

provide printed matter on the Hare-Clark electoral system, elections for the Legislative Assembly and the Electoral Commission

provide change of enrolment forms

refer you to contacts in the Australian Electoral Commission and other State electoral authorities for electoral matters falling outside our jurisdiction

provide pre-poll voting facilities for interstate elections

provide electoral information in a variety of languages.

When statutory obligations and resources permit, the Commission will:

conduct mock elections for educational and community groups

conduct elections for prescribed authorities

conduct fee-for-service elections for non-profit groups

conduct information sessions on electoral matters as requested.

Advice to Government, the Minister, MLAs and the Assembly

The Electoral Commission will:

ensure that all requests for electoral information and/or advice from the Government, the Minister, the Speaker, MLAs and the Assembly are responded to fully and in a timely manner

contribute to Assembly Committee proceedings as appropriate

maintain its knowledge base through ongoing research into electoral issues

review the electoral legislation after each election and advise the Minister and the Assembly of any recommended changes

advise the Government, the Minister and the Assembly on any electoral matter that the Commission determines appropriate.

Measuring our performance

Our service performance is measured by exit polls at Legislative Assembly elections and by ongoing monitoring of other services. Details are published in our annual reports and our reports on the election.

The Electoral Commission will provide an explanation if we do not meet the standards outlined above.

What we cannot do for you

We cannot give out electoral roll information over the telephone other than your own, or sell you a copy of the electoral roll.

For further information

Electoral information may be obtained from the Commission office on the ground floor of North Building, 180 London Circuit, Civic Square, Canberra city, ACT (open 9 am to 5 pm on business days) or by phoning the Commission's information line 6205 0033 or by visiting the Commission's Internet
site at www.elections.act.gov.au

The Commission has variety of resource materials (including maps of the electorate boundaries) that can, where means allow, be supplied free of charge to electors.

If things go wrong or if you have a suggestion

Complaints and suggestions can be made by contacting the Deputy Electoral Commissioner. Freedom of information requests may also be directed to the Commissioner. Contact details are here.

How you can help us

Please always keep your electoral enrolment up to date. If you are happy or unhappy with our service, please let us know.